Workforce Analyst I (59044)

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

As a member of a centralized Workforce Management team, the Workforce Analyst I supports day-to-day workforce planning across multiple lines of business including Automotive Services, Insurance Services, OEM Partners, and future partners. This role partners closely with Workforce Management leadership to help ensure appropriate staffing levels, accurate scheduling, and effective intraday performance management while gaining experience in forecasting and reporting processes.

Schedule: Monday - Friday 9:30AM-6:00 PM; Monday and Friday from home and Tuesday, Wednesday, and Thursday in office

What You Will Do:

• Support the review of member contact volumes and patterns to assist in generating forecasts on an intra-day, daily, weekly, and monthly basis across Consolidated Call Centers.
• Identify opportunities to improve service levels, adherence, and efficiency. Escalate issues as needed.
• Compare forecasts with actual results, including staff adherence, and help analyze variances. Provide input on opportunities to address gaps in staffing or scheduling.
• Collect, maintain, and analyze historical workforce data (service level, occupancy, forecast accuracy, etc.) and identify basic trends (intraday, seasonal, peak periods).
• Generate and distribute standard reports and dashboards using tools such as Calabrio Data Explorer, Microsoft Power BI, Avaya CMS, SharePoint, and Excel.
• Support the scheduling process by helping to build and update schedules, including adjustments for training, meetings, overtime, and time-off requests.
• Partner with Workforce Analysts, Coordinators, and Operations leadership to communicate daily staffing needs and intraday adjustments.
• Learn and utilize workforce management systems to support short- and long-term staffing plans under guidance of senior team members.
• Ensure accuracy and timeliness of assigned reports, schedules, and deliverables according to team standards.
• Follow established Workforce Management policies and procedures and contribute to process improvements where appropriate.
• Provide off-hours or weekend support on a limited, rotational basis as needed.
• Perform other job-related duties and projects as assigned.

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What You Need:

• Bachelor’s degree in Business, Analytics, Finance, Operations, or related field, or equivalent combination of education and experience
• 0–2 years of relevant experience in workforce management, analytics, or contact center operations
• Foundational analytical capability with attention to detail and data accuracy
• Proficiency in Microsoft Excel (formulas, pivot tables, data organization)
• Effective written and verbal communication skills
• Ability to prioritize tasks and meet deadlines in a structured, team-oriented environment 

Preferred Qualifications

• Exposure to workforce management disciplines (forecasting, scheduling, real-time monitoring)
• Experience in a contact center or customer operations environment
• Familiarity with WFM and reporting tools (e.g., Calabrio, Avaya CMS, Power BI)
• Intermediate Excel skills (e.g., lookups, basic data analysis)
• Understanding of call center KPIs (service level, adherence, occupancy, AHT)

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.